Customer Experience Associate

🕒 June 10

🏄 California – Remote

🏄 California – Remote

💵 $20 - $28 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Thuma

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛒 Retail

🛍️ eCommerce

Retail • eCommerce

Thuma is a company that specializes in designing and selling high-quality bedroom furniture and accessories. Their product line includes beds, mattresses, dressers, shelving, bedside tables, seating, bedding, bath items, rugs, and amenities. Thuma emphasizes sustainable and eco-friendly materials, offering products such as the Classic Bed and Hybrid Mattress. They provide a flagship store experience in NYC, with options for virtual appointments to assist customers in selecting the right products. The brand is known for its mindful design and elevated aesthetics, catering to consumers seeking timeless and sustainable home furnishings.

📋 Description

• Address customer inquiries promptly and accurately within our SLA. • Deliver an unparalleled 6-star customer experience through various channels, such as email, phone, and social media. • Track order statuses, resolve service issues, and coordinate with shipping carriers as needed. • Collaborate with cross-functional teams to find solutions and exceed customer expectations. • Maintain detailed and accurate records of customer interactions, flagging trends to identify opportunities for improvement. • Build brand loyalty and drive revenue by staying up to date about all products, services, policies, pricing, delivery times, and marketing promotions. • Meet individual and team goals and metrics weekly. • Report emerging issues or problems to the CX team manager.

🎯 Requirements

• 1-2 years of previous experience in customer support, retail, hospitality, or a similar service role. • Strong communication skills with an inquisitive nature. • Proficiency in working cross-functionally. • Familiarity with Shopify and Gladly is a plus. • Availability to work occasional holidays.

🏖️ Benefits

• Comprehensive medical, dental + vision coverage options with generous employer contributions • 12 weeks of paid parental leave and company sponsored membership at One Medical • 401(k) program with company matching up to 6% of contributions • Employee discount of 40% off all Thuma products • $100 per month cell phone stipend • Complimentary product credit worth up to $2,000 upon starting • Up to $150 per month for commuting to office • Paid Time Off for personal and professional benefits